Damage and Returns Policy
Upon receiving your order a visual inspection must be conducted immediately to ensure there is no damage.
Once the unit has been delivered and a courier damage and/or acceptance of products waiver has been signed, either by you or on your behalf, we will not accept financial or logistical liability for any damage that is reported thereafter.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, in its original packaging and unused, you’ll also need the receipt or proof of purchase, as conforming with EU Law. If you wish to make a return when the unit is out of its original packaging it is your responsibility to ensure the unit is safely prepared for transportation, you will also be responsible for the cost of collection and return.
To start a return, you can contact us at info@primewinesupplies.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted and you will be subject to delivery cost.
You can always contact us for any return question at info@primewinesupplies.com.
All returns are subject to the policy of the distributor and the brand of which the product is affiliated, Prime Wine Supplies will act in accordance to these policies and any additional charges that may occur because of this.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item. We advise you to refuse the order and have it returned immediately if damage is observed immediately upon delivery and make said damage known to the courier, please note that, if a courier damage and/or acceptance of products waiver has been signed, either by you or on your behalf, we will not accept financial or logistical liability for any damage that is reported thereafter.
Exceptions / Non-Returnable Items
If an item has been purchased my mistake or you have ordered the incorrect item you will be subject to the transport collection fee and a restocking fee, this is dependant on the products affiliated brand or distributor (10%-25%). You are not able to exchange products for another unit of the same value.
Unfortunately, we cannot accept returns on sale items or gift cards.
European Union 14 Day Cooling Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@primewinesupplies.com. Refunds are subject to the policy of the distributor or brand in which the product is affiliated, Prime Wine Supplies will act in accordance to these policies.
Accepted Returns
If a return has been accepted then we will issue a courier service to get in contact with you directly in order to arrange pick up of the item(s) for no additional fee, if item(s) were reported as damaged or malfunctioning within the 24hrs from receiving the product. We aim to do this as quickly as possible, however allow 7 working days for this to take place. Once the item has been collected and inspected we will issue a full refund within 14 days.
Returns Contact Details
Email: info@primewinesupplies.com
Tel: 0333 050 6168
Post: 12 Theescombe Hill, Amberley, Stroud, Gloucestershire, GL5 5AT
Alternatively, speak with us via the contact form. Click HERE to access it.